Agent keeps going inactive / disconnecting

[SBK]

Hi,

First I need to confirm with you that the agent was activated by you on 2023-08-21 11:25:03 UTC time i.e today at 7:25 am NJ timezone

[mshafrin]

I was activated by me at about 2:30pm (NJ time).

[mshafrin]

I activated the HW agent about 2:30pm (NJ time).

[SBK]

My bad: the time I gave you was MST not UTC so all fine with the 2:25 (almost 2:30) pm

What I think it is happening is that the agent has a wrong date which is kind of weird!!!!

Pings are coming in and hops came in too but with wrong dates

Let me see what I can do

[SBK]

Is it possible that port UDP 123 (NTP service) has been blocked in your network ?

[mshafrin]

Not to my knowledge. My workstations and servers are able to sync with time servers, so as far as I know, it’s not blocked.

[SBK]

I have been able to change the date and time right now but the NTP is not working so the agent's time is not exact (almost 1 min off)

All agents are in sync with the ntp.org servers so either the port or the URL are somehow blocked

All the confusion in hops and pings is in fact associated to the date and time sent by the agent that remained stuck to Aug 16 when it was prepared and shipped.

Pings are coming in correctly, you should see them and hops too.
I will change the historical data so they can fit the correct timing but the issue of the NTP not working properly on that agent is still unsolved.

[mshafrin]

I opened UPD 123 on my ASA. Would you be able to check if the device is now properly getting its time synced?

[SBK]

I can send a reboot request and check when it comes back
Let me try

[SBK]

It seems that now date and time are off 25 minutes

[mshafrin]

Yeah, I see that... it is 6:17pm here (as of my writing this reply).

Should I also open TCP 123? Or does the agent only look on the UDP 123 port for time sync?

[SBK]

NTP is just UDP 123
It is quite weird ...

[mshafrin]

Definitely an example of "Murphy's Law"..... if something is going to go wrong or be difficult, it's going to be on my network LOL.

I have no issues with ping or tracert to ntp.org. I'm open to suggestions lol.

[SBK]

LOL :-):-)
Any chance I can access to that agent directly using ssh ?

[mshafrin]

That is ok with me... how would you normally do that? I can let you connect into my workstation with Anydesk or whatever support tool you use, and you can ssh in with putty or whatever from there.

[SBK]

Can you allow this IP xxx.xxx.xxx.xxx to access only that agent ?

[mshafrin]

I am a bit limited at to what I can do right now... I am not at work... I am remote connected to my work pc. That's why I figured it may be easier for you to just do an AnyDesk session to my workstation.

[SBK]

Sure, just share your AnyDesk ID here
After I connect I will remove that info from this forum

[mshafrin]

Not sure if you finished with the install.... I think connection was lost. Let me know if you need to reconnect

[SBK]

I have requested a remote reboot of your agent to see if it keeps the NTP configuration but it didnt come back nd also i noticed an outage when I lost the connection
I am still waiting the agent to come back online
I am not 100% sure of what caused it yet, so please if it happens again let us know.